We have a number of subtly different telemarketing activities that we need to include as campaign responses, mainly for ROI reporting reasons. We're struggling to come to terms with what would be a draining experience of exporting reports and then uploading files as external activities.
Has anyone automated the following scenarios?
Business need: To include responses to telemarketing campaigns for ROI reporting
Contact centre - Inbound customer inquiries by phone
Agents often create new Leads (in SFDC), selecting values inc. a Lead Source
However, a lead may come into the contact centre via several sources over its lifetime (long cycle with leads remaining in an Open status). So we do need agents to indicate different things that we will take as campaign responses. They currently create new tasks on existing leads and indicate the source at that level.
I understand that manually adding a campaign member in SFDC will not synch back to Eloqua as a campaign response, correct?
So is there a suggested method of automating this?
Recap and summarise:
Calls come in to call centre agents. Leads and Tasks are manually created in SFDC.
We want to count these as campaign responses, whether it is the first call (Lead) or a subsequent call (Task on and existing Lead).
Thanks
Martin